1 h + 56 minutes. That's how long Ive been on the phone with them. My receiver hasn't been working right for a while, but was liveable. Last week the favorite channel feature went out so we had to scroll through eveyr channel to find what we want to watch. Today I had enough and reset the box and lost most of my channels. I reset the box twice and it didn't help. I called their customer service department, who did it two more times before concluding that I need a new box. He put me on hold to set up an appt. I waited. And waited, and waited. I hung up and called back. They picked up and then dropped my call. I called back a 3rd time. Agent wanted to troubleshoot. Again! So after 2 hrs I finally got an appt....and I'm going to start looking for an alternative tv source.